FEBRUARY 11, 2019
ORLANDO, FL
www.HIMSSConference.org
#EngageHealth
Patient & Provider Expectations:
Elevating the Human Experience
Patient Satisfaction / The Patient Experience Department
1) Complaint department
• Complaints A-Z
• Grievances
• Everything else
2) Keepers of the “sacred data”
• Surveys
• Comments
• Complaints (if any decent data exists)
Satisfaction vs Experience
©2018 MFMER | slide-4
What Patients Say…
2
2
3
3
3
6
7
8
18
25
0 5 10 15 20 25 30
Studies (no.)
Communication
Access
Shared Decision Making (SDM)
Clinical quality and provider knowledge and skills
Physical environment
Patient Education
Electronic Medical Record (EMR)
Discharge process
Pain control
Preventive services
Study from Beryl, 2018 - What patients expect
My time matters: 45%
I am spending money on this: 38%
I see myself as a customer: 35%
• SMG/The Beryl Institute, 2018
What Constitutes Quality?
“The irony is that clinicians tend to take for granted that
care is going to be compassionate, whereas patients
take for granted that care is going to be technically
excellent.”
An Epidemic of Empathy in Healthcare
Thomas H. Lee, MD
Medieval Motivation
Peasants Kings Philosophers
Extrinsic vs Intrinsic Motivation
The German Restroom Story
Extrinsic Motivation
Intrinsic Motivation
©2018 MFMER | slide-13
Some rewards and stresses are
inherent to healthcare.
Engagement Burnout
Resilience
Capacity to Cope
Added stress burns us out.
Engagement Burnout
Resilience
C A R P: a useless fish of no value
Complicating
Aggravating
Redundant
Patronizing
Added Stress Burns us
Engagement Burnout
I am not burned out because my job is too
difficult.
I am burned out because it is too difficult to do
my job.
Family.
Approach from Values and Priorities
• What 3 things do you want patients to say about you
and your care?
• What are your priorities?
• What can the practice do to help?
• What can we do together?
What we did What we should do
How
What
Why
Why
What
How
Will we know we are
improving: data as a tool
To Build A Ship
If you want to build a ship, do not send people
out with a list of tasks and to gather wood….
Instead, teach them to long for the enormous
immensity of the sea.
©2018 MFMER | slide-26
Tale of Two TV Shows: or
what makes for enduring
relevance.
Known actors in cast.
Established producer.
Music by John Williams.
1965-1968.
Lesser known cast
New producer.
1966-69.
United Airlines Debacle
or how to forget our values and who the customer is
“…the airlines staff reached a point, after perhaps offering
whatever dollar amounts their procedures called for,
where they simply didn’t know what to do, and nobody
was brave enough, or resourceful enough, to come up
with something. Summoning the police simply became
the easiest way to pass the buck.”
EASTMAN KODAK
1888
Avoid >72% market share
Had first Digital Cameras
Waited for perfection
Chapter 11: 2012
Standard vs Excellent
Experience
“We should fear mediocrity
more than failure.”
~2014 Notre
Dame Commencement
The enemy of excellence is not
failure, its acceptance of
mediocrity
New expectations from consumers
Be a Gardener not a Mechanic
Hippocrates
“I will remember that there is
an art to medicine and that
warmth and empathy may be
more important than the
surgeon’s knife.”
www.HIMSSConference.org
#EngageHealth
Thomas Howell
Mayo Clinic
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